Customer complaints handling

AB SEB bankas, UAB SEB investicijų valdymas, AB SEB gyvybės draudimas and other members of the SEB Group (registered and operating in the Republic of Lithuania) are aiming to provide the top quality customer services and to satisfy customer needs and expectations.

Please feel free to contact us

If you are willing to give your feedback on the customer service quality

If using the SEB payment card, your money were possibly wrongly deposited via an ATM / disbursed by an ATM

You may call us a 24/7 line at 1528 (from abroad at +370 5 268 2800). We will verify the data submitted by you and refund your money (within 3 business days) or we will contact you if any new facts are identified / more time for investigation is needed.

In case of any possibly incorrect or illegal payment by using a SEB bankas payment card or money transfer

We will require to fill out an Request Form (PDF, 224 KB) and to send it to the following email address . You may also fill out the below specified Request Form regarding the card payments. You need to inform us about the submitted request (date, sender’s e-mail address, sent via www.seb.lt) by sending us a message via our Internet Bank. We would like to draw your attention that rather often we identify that such type payments are not deemed illegal but related with the previous payment. In such case, you will need primarily contact a merchant (you may do it by sending an email) and make every effort to achieve a peaceful solution of the problem.

If the situation was not resolved using the above-specified methods, your rights or terms of an agreement with AB SEB bankas were breached, you may notify the Complaints Investigation Unit in the following ways (the response duration depends on the situational complexity, however may not exceed 14 days):

Note. If we need to include in our response any confidential information or information representing the bank secrecy, we may request you to verify your identity (to send us a message via the Internet Bank or to provide your passport/ your ID card at any unit of AB SEB bankas selected by you).

We promise to seek a peaceful and a fair solution. If you disagree with our response or have any additional important information that you failed to provide/ to assess, we kindly propose you to submit a repeat claim. We would like to inform that in accordance with the acts of law of the Republic of Lithuania, the Bank of Lithuania resolves the financial services related disputes between consumers and the financial market participants. Therefore, subject to receipt of a response from any member of the SEB Group, if you are dissatisfied with such response, you will have a right to file an application to the Bank of Lithuania (Žirmūnų g. 151, Vilnius, www.lb.lt/gincu_nagrinejimas) within the period of one year in written form or by email regarding out-of-court dispute settlement. Besides, in any case, if your rights have been breached, you may protect your rights in accordance with the acts of law before a court.

Contact

Call us on Skype for round-the-clock advice

The SEB Group in Lithuania has one official account on Skype. The account name is ‘SEB.Lietuvoje’.

When you call the bank on Skype, we recommend that you always use the functionality available on www.seb.lt , which allows you to connect by clicking on ‘Call SEB.Lietuvoje’ instead of using the information stored in the Skype account archive.

When you click this button to connect with the bank on Skype, you can only talk as there is no messaging or video functionality.

Please note that the staff of the SEB Group never call clients from the bank’s Skype account, never ask them to disclose confidential data or passwords and will never do so in the future.

Calls to the ‘SEB.Lietuvoje’ account on Skype are free (customers are charged for Internet access as per agreements with Internet providers).

When you call to the ‘SEB.Lietuvoje’ account on Skype, the bank provides services on the same terms as it does on the phone to number +370 5 268 2800 for private customers or +370 5 268 2822 for business customers.